ITIL has IT Continuity Management for the management of technology interruptions, but there is also a process called Business Continuity Management that I do not know what framework or standard it belongs to, also my question is - if having IT Continuity Management would already be covering the process of Business Continuity Management.
Service Desk Manager
I am about to be promoted to SD Manager. I have always been managing another team which is not related. Now I need to manage SD and I want to know what I should do to excel at it.
I have never heard the term ITIL, I've been reading. But I still have some doubts. How is ITIL developed? Is it a flow chart, is it a textual file? How to take it up?
IT Service Management implementation
I want to know what the implementation of the IT Service Management System implies, what do I need to have?
SMS scope change
So we have ISO 20000 certification, next year, for example, we have a renewal certificate audit, I would like to know if we wish to change the scope, what all things I need to perform, whom to inform, and how to do so, is there any particular approach. and so on."
ISO 20000 Tool
i need to know some free software to implement ISO 20000, hope you can help me.
Service Desk user satisfaction survey
I would like to make a query about what would be the points to be considered for a User Satisfaction Survey regarding the Help Desk.
Combining multiple roles
I am trying to assess a situation where a single person is in charge of 3 processes, Major Incident, Problem and Change Management. Would you please give me some example of “risks” what may go wrong of combining all this roles?
I would like to understand if there are two different IT issues from two different IT applications with a time gap on the same day and impacted a same business process, which application should be the primary CI and how many major incident ticket must be raised?
The Service Owner which is stated in the Service Catalogue is the IT area that provides support for the mentioned service?